Bad Day For Broadband
I'll say it right up front - this is likely to be a rant. I'm in the middle of a small Harmonic Divergence, and it's not fun. First, my Adelphia cable modem service was/is out this morning. We're averaging about one major outage per month, and that's unacceptable for my just-increased $85/month combined data and basic cable service.
Next, I try working via dialup using two different local ISPs. I get 40 Kbps max, probably due to my house wiring and/or the crummy modem in my laptop, but I do get connected. The experience is so bad I can't stand it: off to the local Starbucks for a dose of T-Mobile broadband.
That brings us to the present, 3 hours into my work day (with little accomplished). I had previously signed up for T-Mobile WLAN access on a pay as you go basis, really expensive at $0.25 per minute. OK for a quick airport email check, but no good for a protracted work/surf session. So I decided to spend $20 and get the 120 minute national prepaid option. That's where I encountered Customer Service. You'd think I could simply logon to T-Mobile, access their site, pay the pay-as-you-go rate just long enough to switch service plans (after all, I signed up online originally). But no-o-o-o-o. There's NO WAY to change plans online. You have to call. So I called, spent 20 minutes on hold (paying as I go), and was told that the lack of an online plan switching option is a security feature. So I griped, but told the CS Representative OK, just change my account. Then he tells me that it will take 24 hours to switch my service plan. 24 HOURS! I was very close to killing the entire transaction at that point, but decided I needed the access and said OK, grudgingly.
Bottom line, T-Mobile, WAKE UP! In one session I've gone from a big fan to an irritated user, who will be looking for an alternative (again). There are a lot of lessons here for prospective WISPs, not the least of which is don't model your customer service after the telcos.
10:03:26 AM 
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